Re: Zayo woes

Tue, 19 Sep 2023 18:24:31 -0700

To that point, the new management team seems really interested in the managed services game (the QoS acquisition also falls into this vain) and I wonder the extent to which that whipsawing of attention is already piling on to what was already a lackluster customer service organization before they took over. 

For what it’s worth, in my experience, Zayo historically integrated extremely quickly. With the smaller acquisitions the challenges with this tended to be data integrity related and not technical. With a couple of the bigger acquisitions it was all of the above. There were absolutely times where they bit off something different than what they expected to be chewing, but in the scheme of telco integrations we’ve lived through, they were far from the worst offenders, in my experience. 

My belief is that the challenges customers have experienced there have less to do with integration and acquisition pains and more to do with stewardship of the customer-interfacing aspects of the business, even moreso now that non-fiber folks are at the helm

YMMV of course. 


On Sep 19, 2023, at 9:12 PM, Mike Hammett <[email protected]> wrote:


The other way around. Zayo acquired ENA.

That acquisition seemed odd. ENA did a lot of value add and non-IP services. Zayo seems to shed those on every acquisition.

From: "Bill Murphy" <[email protected]>
To: "Mike Hammett" <[email protected]>, "Randy Carpenter" <[email protected]>
Cc: "nanog" <[email protected]>
Sent: Tuesday, September 19, 2023 8:53:13 AM
Subject: Re: Zayo woes

Recently reached out to Zayo and found out we have a new account manager, and also discovered they were acquired by a company called ENA...

Bill
From: NANOG <[email protected]> on behalf of Mike Hammett <[email protected]>
Sent: Tuesday, September 19, 2023 7:19 AM
To: Randy Carpenter <[email protected]>
Cc: nanog <[email protected]>
Subject: Re: Zayo woes
 
External: Increase caution when handling links and attachments.

I've never understood companies that acquire and don't completely integrate as quickly as they can.

From: "Randy Carpenter" <[email protected]>
To: "JASON BOTHE" <[email protected]>
Cc: "nanog" <[email protected]>
Sent: Monday, September 18, 2023 7:01:03 PM
Subject: Re: Zayo woes


The problem we have run into is that there does not appear to be a "Zayo." There are dozens of acquisitions of regional providers with completely different infrastructure and teams and they have done a very poor job at gluing it all together. I have seen service orders that have gone *years* without being complete. There are also currently some breaking-the-entire-regional-network sorts of outages going on currently. I am guessing what clued employees they still have are quite tied up.


-Randy


----- On Sep 18, 2023, at 7:06 PM, JASON BOTHE via NANOG [email protected] wrote:

> Does anyone know what’s happening at Zayo? Tickets are taking weeks and months
> to get resolved, much less get a tech assigned to them.
>
> The folks answering the noc phone are mere order takers and are only reading
> from a script, manager on duty/escalation lines go to voicemail.
>
> If anyone can help get to a human in the transport group, that would be great.
> I’ve given up all hope at this point.
>
> Appreciated.
>
> Jason


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